When a tenant cancels a reservation, Roomlala takes into account the date on which the cancellation was made. The landlord is therefore reimbursed a certain sum.
Cancellation before check-in / before arrival
In the case of a tenant’s cancellation prior to check-in:
- More than 10 days before the arrival date: 90% of the amount is paid back to the tenant (minus the commission) and 10% to the landlord.
- Between 2 and 10 days before the arrival date: 50% of the amount is paid back to the tenant (minus the commission), 50% to the landlord.
- Less than 2 days before the arrival date: 10% of the amount is paid back to the tenant (minus the commission), 90% to the landlord.
Cancellation after check-in / after arrival
In the case that a tenant wishes to cancel their reservation after their arrival date, it is possible to declare a dispute within the 48 hours following their arrival at the accommodation. You can do so by navigating to your Roomlala Inbox and opening the conversation with the landlord in question. Click on the button 'declare a dispute'.
Cancellation more than 48 hours after check-in / after arrival
For cancellations exceeding the deadline of 48 hours to trigger a dispute, please contact us as soon as possible so that we may possibly block the transaction to the owner for your reservation. Please be sure to provide a comprehensive account of the reasons for your cancellation in an email so that we can process it.
The commission is not refunded to the tenant in the case of a tenant’s cancellation.